AccountId: 011433970860
ContactId: 8a9ffc0c-de8e-4db8-b0fa-f147bc8072f2
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 500359 ms
Total Talk Time (AGENT): 276183 ms
Total Talk Time (CUSTOMER): 207613 ms
Interruptions: 4
Overall Sentiment: AGENT=0.7, CUSTOMER=0.8
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/13/8a9ffc0c-de8e-4db8-b0fa-f147bc8072f2_20250313T21:43_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling ATL. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hi, [PII]. My name is [PII]. I'm calling because I just found these cards in my purse. I did let me know where I had them. I don't know what they're for. I just checked my pay, pay slip and I see that I should have some money on them, and I wanted to know what they're for, how can I use them, how much is on it.
[CUSTOMER][NEUTRAL] That sort of thing.
[AGENT][NEUTRAL] OK, I can help you with that. Can you uh provide me with the policy number or certificate number?
[CUSTOMER][NEUTRAL] Well, what I see on the card is group number.
[CUSTOMER][NEUTRAL] 00, at the
[CUSTOMER][NEUTRAL] I don't know which number you need. I see two numbers at the bottom. One says in hospitals benefit certificate number and one says outpatient benefit certificate number.
[AGENT][NEUTRAL] They're the same except for the like the ML 7 and ML8. We don't need that part.
[CUSTOMER][NEUTRAL] Oh, OK. So let me give it to you. It's 0229571.
[CUSTOMER][NEUTRAL] 7, no, sorry, 5713.
[AGENT][POSITIVE] Thank you. Give me just a moment, please.
[AGENT][NEUTRAL] OK, let's see.
[AGENT][NEUTRAL] Let me get your policy pulled up.
[CUSTOMER][NEUTRAL] Um
[AGENT][NEUTRAL] We'll pull your policy up, do a quick verification. I can tell you that we only sell to employers, so this is going to be something through your employer that they are offering you.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Alright, and may I have your name again?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Thank you, Ms. [PII]. And Ms. [PII], may you verify your date of birth? We're just gonna verify some generic, basic information. May you verify your date of birth and then your address.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] OK. So the date of birth is [PII]. Not sure when I started which address. It could be [PII] or it could be [PII]. OK. OK. OK.
[AGENT][NEUTRAL] The [PII].
[AGENT][NEUTRAL] And the city and zip code, please, ma'am.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] [PII]. Sometimes it's [PII]. OK.
[AGENT][NEUTRAL] Wonder
[AGENT][NEUTRAL] And and we have [PII], is that correct?
[CUSTOMER][POSITIVE] OK, good, yes.
[AGENT][NEUTRAL] OK, and it looks like you're calling from the number we have on file [PII] and the last thing Ms. [PII], may we verify your email address.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Is that my work email or my personal email?
[AGENT][NEUTRAL] It looks like a work email. Yes, ma'am.
[CUSTOMER][NEUTRAL] OK, so it's [PII].
[AGENT][POSITIVE] Wonderful, thank you.
[AGENT][NEUTRAL] OK, alright, what you have with us, the source is, it's a gap plan. It works with your major medical and it helps towards your deductible every time you present your major medical card, you present your, uh, your gap card.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Unreal.
[CUSTOMER][NEGATIVE] I can't believe this.
[CUSTOMER][NEGATIVE] But I've had this this whole time and I've never used it and I've been paying out of pocket.
[AGENT][NEUTRAL] You can go back and file your claims, Ms. [PII].
[CUSTOMER][NEUTRAL] Well,
[CUSTOMER][NEUTRAL] Oh, I can.
[AGENT][NEUTRAL] Yes, ma'am.
[CUSTOMER][NEUTRAL] Oh, that's all that, I know nothing about these things. So anywhere that I've used, uh, like my, my, um, main medical card and I've had to pay, uh, a co-pay, I can use this against it and get the cash back?
[AGENT][NEUTRAL] Your policy became effective [PII]. I do not see how it would hurt for you to at least file them and see if it helps in any way.
[CUSTOMER][NEUTRAL] Right.
[AGENT][NEUTRAL] And I will tell you, Ms. [PII], we do have a website where you can set up an account for yourself and at that account you could do different things but the biggest thing is um you could upload claims from that site and you can view the status of claims as well.
[CUSTOMER][NEUTRAL] Oh.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK. And is the, is the size on the back of the card?
[AGENT][NEUTRAL] I believe it is. Does it say [PII]. [PII].
[CUSTOMER][POSITIVE] Secure that. OK.
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] OK, and when you set it up, Ms. [PII], you'll need to use the information we verified like it's going to ask you for an email address you'll need to use your work email address, um, different things like that.
[CUSTOMER][NEUTRAL] OK, OK.
[CUSTOMER][POSITIVE] OK. That sounds great.
[AGENT][NEUTRAL] And if you have any problems.
[CUSTOMER][NEUTRAL] Um, so there's no like expiry, uh, like expiration date like let's say I did, um, because I was doing a lot of stuff in [PII] and [PII].
[AGENT][NEUTRAL] I'm not sure about that.
[CUSTOMER][NEUTRAL] Like you don't think there's like an
[CUSTOMER][NEUTRAL] Oh,
[AGENT][NEUTRAL] I'm sorry.
[CUSTOMER][NEUTRAL] No, go ahead. I was asking if like there's uh like you have a deadline to submit a claim or something.
[AGENT][NEUTRAL] I'm not sure about that, but it certainly wouldn't hurt to file them and just see if they can get taken care of.
[CUSTOMER][NEUTRAL] Oh,
[CUSTOMER][NEUTRAL] OK, OK.
[AGENT][POSITIVE] So I would recommend that anytime you've used your major medical.
[CUSTOMER][POSITIVE] Alrighty sounds good. Are you able to tell me?
[CUSTOMER][NEUTRAL] Are you able to tell me what the balance is?
[AGENT][NEUTRAL] Ma'am.
[AGENT][NEUTRAL] Um, I don't know anything about a balance. Um, I just know it works with your major medical. Now I can put you through to claims to someone who can better assist you with more detailed information.
[CUSTOMER][NEUTRAL] OK, please.
[AGENT][NEUTRAL] All right, so.
[CUSTOMER][POSITIVE] Yes, can you please, thank you.
[AGENT][NEUTRAL] Yes, ma'am. So, Ms. [PII], before I transfer you, is there anything else that I can assist you with?
[CUSTOMER][POSITIVE] No, that is all. Thanks.
[AGENT][POSITIVE] OK, well, thank you for calling the APL and you have a wonderful evening and give me just a moment while I provide them with your information. Thank you, ma'am. One moment, please.
[CUSTOMER][NEUTRAL] You too.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Referring.
[CUSTOMER][NEUTRAL] Good afternoon. Thank you for calling APL. This is speaking. May I help you?
[AGENT][NEUTRAL] Well, I never get you anymore, Miss [PII].
[CUSTOMER][NEUTRAL] Oh, is this like? OK.
[AGENT][NEUTRAL] This is [PII] girl.
[CUSTOMER][NEUTRAL] Usually I was like doing emails but I'm on the phones a little bit in training.
[AGENT][NEGATIVE] Yeah. Oh my goodness. All right, my dear, we're running out of days. So I've got a, a, a very sweet lady on the phone. Thank goodness, cause I got such an ugly call earlier. I just, I didn't want to answer another call. Oh, I know y'all know as many calls as you get. You all get. OK. So this policy number is 22.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] I know.
[CUSTOMER][NEUTRAL] My bad.
[CUSTOMER][NEUTRAL] Oh yeah.
[AGENT][NEUTRAL] 95713.
[AGENT][NEUTRAL] It is the insured [PII].
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] I have verified her date of birth, address, phone number, email. Her phone number on file is the same as what she's calling from, but I can give that to you.
[CUSTOMER][POSITIVE] No, it's all good if it's in the system. It's all gravy, baby.
[AGENT][NEUTRAL] All right, [PII]. OK, um, Miss, Miss, Miss [PII] has had this and didn't even realize what she had, so she's just, I think really needing some understanding of what it is. I, I did my best, but then I could only go so far.
[CUSTOMER][NEUTRAL] Oh, OK.
[CUSTOMER][POSITIVE] No, you're fine. I can give her that info. You're good.
[AGENT][NEUTRAL] Alright dear, and I told her about the website.
[CUSTOMER][POSITIVE] Oh, good deal.
[AGENT][POSITIVE] So she's, she's gonna check that out and um yeah, OK. Anyway. All right, love. Thank you, [PII].
[CUSTOMER][POSITIVE] Alright sweetie, it's so good to hear from you.
[AGENT][POSITIVE] You too, honey. You too. Bye dear.
[CUSTOMER][NEUTRAL] Alright
[CUSTOMER][NEUTRAL] Bye.